以软件即服务(SaaS)模式中服务提供商(SaaSSP)的服务质量为研究对象,在SaaS电子服务质量评价指标实证研究的基础上获得评价维度和指标,结合由服务等级协议(SLA)形成的用户期望,采用SERVQUAL模型的服务质量差距思想,提出一种基于SLA的SaaSSP服务质量评价方法。算例结果表明,该方法能较好地融合服务质量差距理论与SaaS,为SaaS市场运营中软件服务提供商的服务质量评价提供参考。 Taking the service quality of service provider (SaaSSP) in SaaS mode as the research object, this paper obtains the evaluation dimension and index based on the empirical study of SaaS e-service quality evaluation index, combining with the service level agreement (SLA) User expectations, using SERVQUAL model of the quality of service gap idea, proposed a SLA-based SaaSSP service quality evaluation method. The results show that this method can better integrate the theory of service quality gap and SaaS, and provide a reference for the service quality evaluation of software service providers in the SaaS market.